Buyer Beware! (page 2)
Give 'Em Credit
You've chosen your retailer and they have your widget in stock and at an unbelievable price. Now is the moment of truth: pressing the "check out" button for the online retailer.
Rule #1 in online purchases: Always pay by credit card, never use cash, check or money orders! If something should go wrong and the retailer refuses to cooperate or make it right, you'll have no recourse. With a credit card, the issuer can intervene on your behalf and protect your interests. At worst, you could get your money back; at best, you'll get the widget you've always longed for.
Many people also dedicate their on-line purchases to one credit card only, and never use that card for other purchases. It's easier to keep track of surprise charges that may occur unknowingly. Check that card's policy regarding disputes.
Remember to provide complete information in the order form -- don't forget apartment numbers or an alternative telephone number. Check and re-check addresses, phone numbers, names and the exact item(s) on the invoice. Make sure that the model number matches the exact item you wish to buy and use a calculator to add up the total independently, so you may be confident when it's time to submit the credit card information. Oh, check the exact credit card number, too.
Many businesses may supply a tracking number submitted by the delivery company, allowing the buyer to follow the package as it makes its way from the business to your door. If not offered, ask them to send an e-mail confirmation of the order, so you can check for accuracy and correct any deficiencies immediately.
Oops...
It's not what you ordered or it arrived damaged. What now?
Call the seller immediately and inform them of the problem. A smart retailer will want to make good on your purchase and will work hard to see you're satisfied. This could entail a refund or exchange. If asked to return the item, send it back right away, with a return receipt requested.
If things become contested and the retailer is uncooperative, send a letter via certified mail with the request for action clearly outlined. The receipt is proof the retailer received your demands. Remember to give them a chance to respond -- hopefully to a mutually satisfactory conclusion.
If needed, call the Better Business Bureau located in the retailer's city and seek their assistance in the matter. Lastly, contact your credit card company to dispute the charge. They'll intervene on your behalf and have a great deal of influence with retailers. Remember, in order to dispute the charge, you must contact your credit issuer via a written letter sent certified mail by the US Post Office (no e-mails!) within 60 days of the dispute. Contact the issuing card company for details.
A Happy Ending
Hopefully, all is well and your new widget is humming (buzzing? squeaking?) along nicely and it's everything you've hoped for. Smart and thorough research, using a credit card and knowing what to do when things go wrong makes the sometimes nerve-wracking experience of online purchasing a less stressful experience.
Randy Hansen is a television news chief photographer who has spent thousands for video gear online. His credit card company loves him.
Sidebar: Ordering by Phone
Many people would rather speak with a human when ordering and like the one-on-one interaction as opposed to the impersonal steps of ordering online. Remember, a phone order is all verbal with nothing on paper, so you should take some steps to bolster your case in the event of trouble with the order.
One handy method is to create a checklist on a computer word processing program with all of the relevant information needed for a completely documented transaction. Do this well before calling so there's time to make the list as complete as possible. Save copies for future orders.
Some of the information on your checklist should be:
- Date and time
- Name of the order taker
- Invoice number of your order
- Credit card used, its number and expiration date
- Tracking number
- Total cost of the order
- A notes section for jotting down bits of conversation with the order taker concerning promises made, guarantees and other information concerning the sale.
- A reminder section with specific questions regarding the ordering process or the item in question.
Keep this completed list, all receipts and other documentation (certified mail receipts, warranty information, etc.) in an envelope. Should a dispute arise, everything will be close at hand and available for use.
